How Mobile Messaging Can Increase Government Trust
Government to citizen (G2C) interactions are being shaped to serve populations more effectively and gain trust and transparency from citizens.
Citizen Engagement
Tips for Incoming Chief Information Officers
Congratulations on your new role as chief information officer. Here are some things that can help in the early stages of your tenure and beyond.
Future-Proof Citizen Engagement with Intelligent Help Centers
“Citizen engagement and participation are crucial to community buy-in and incorporating citizen voices into decision-making.”
A Core Discipline to Build Public Trust: Customer Experience
A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
As a Leader, Is Your Attitude Contagious?
Here are some insights into empathetic and servant leadership you can apply to your role at your agency and serving citizens.
3 Lessons for Government Agencies From an Unprecedented Year
Remember how agencies interacted with constituents 12 months ago? Fast-forward to today, and citizen experience is digital, seamless and personalized.
5 Tips for Successful User Research
When conducting user research, it’s important to keep in mind the following five tips and best practices to ensure you find real problems and solutions.
Conducting User Research in Government?
Here is a limiting belief: We are a government organization and don’t think user research is something we can do.
How to Build a More Intelligent Contact Center
“What this [pandemic-driven] digital transformation forced was more consolidation: one intelligent conversation that the whole call center has access to, that delivers it at multiple touchpoints.”
4 Common Human-Centered Design Methods
Human-centered design starts with understanding the people at the core of the problem to uncover their needs and create solutions that work for them.